Luma Health’s Telehealth has helped bridge the gap COVID-19 has left between providers and their patients. We want you to have the best experience. Please take a look at this article to learn about tips and things to avoid while setting up or while in a telehealth session.
Both patients and providers should avoid refreshing the page if their connection is poor at any time during the session.
It's better to remain on the call in order to allow the connection to stabilize. The provider is the "session owner", so if they refresh the call it will be dropped. While you are waiting for the connection to return, Luma will attempt to auto-scale the call. This means we will scale down the video quality to prioritize audio when poor connectivity is detected.
Providers should use the Telehealth Audit feature at the time of the session if they are facing connectivity issues.
Providers can open an audit of the call in real time to check when the patient and provider joined, to set up audio and video, to check if there are unstable points of connection, and much more. This is a quick way to troubleshoot an unstable call and provides answers to why the connection might not be strong. To access the audit tool, please follow the instructions in this article: Telehealth Appointment Audit.
Patients should not open multiple links of the session (i.e. click the join link twice, opening two browsers for one session).
Sometimes eager patients will join as soon as they receive the session reminder sent 30 minutes ahead of the appointment. If the patient then clicks the "join session" link again at the second reminder, a second instance of the session will be created. If two telehealth meetings are open, we will attempt to connect audio/video of the first call leaving the most recently opened one unconnected. If your patients tend to do this, please reach out to firstname.lastname@example.org to speak with a team member about updates we can make to your reminder templates that include clear instructions of when to click the telehealth link.
Sometimes patients open a telehealth link in two different browsers causing a delay in the session connection. This link walks you through what browsers are supported for what device, and how to ensure they are set up correctly: Telehealth: Patient User Guide.
Patients should not switch between apps while waiting for the telehealth session to load.
During the initial readiness check, patients should not switch to other apps that require the camera. This will result in the session not registering properly in the audit, making it difficult to diagnose a problem if you need to go back to see why there were connectivity issues. It's best for the patient to remain on the same screen the telehealth link brings them to, until the audio and video load.
Providers and patients should use the latest version of any web browser for telehealth sessions.
While Luma supports older versions of Chrome, Firefox, Safari, and Chromium, it's always best to use the latest version of each to ensure the best experience possible. Check for any browser updates prior to starting your telehealth session and complete them.
As we begin to work with Zoom for telehealth sessions, we’re keeping in mind that security is of the utmost importance for your team. Please take a look at these articles regarding Zoom security:
Someone other than the provider and patient is able to join the call early.
If a technician or a scribe needs to join the session before the provider arrives, the call can successfully begin beforehand by clicking on the telehealth link. However as of now, if the technician or scribe drops off the call before the provider joins and the patient is on the call too, the session will end for the patient.